Service innovation in the digital age: Key contributions and future directions

MIS Quarterly: Management Information Systems

Volumn 39, Issue 1, 2015, Pages 135-154

  Barrett, Michael ^a   Davidson, Elizabeth ^b   Prabhu, Jaideep ^a   Vargo, Stephen L ^b  

^a UNIVERSITY OF CAMBRIDGE   (United Kingdom)

^b UNIVERSITY OF HAWAII   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

ECOLOGY; ECOSYSTEMS; INFORMATION SERVICES;

CUSTOMER RETENTION; INFORMATION SYSTEMS DISCIPLINES; KNOWLEDGE COMPONENTS; RESEARCH QUESTIONS; SERVICE INNOVATION; SOCIO MATERIALITIES; TECHNOLOGY-BASED SELF-SERVICES; THEORETICAL DEVELOPMENT;

KNOWLEDGE MANAGEMENT;

EID: 84938680758     PISSN: 02767783     EISSN: 21629730     Source Type: Journal    
DOI: 10.25300/MISQ/2015/39:1.03     Document Type: Article

References (148)

1. Abernathy, W. J., and Utterback, J. M. 1978. "Patterns of Industrial Innovation", Technology Review (80:7), pp. 40-47.
2. Akaka, M., and Vargo, S. 2014. "Technology as an Operant Resource in Service (Eco) Systems", Information Systems E-Business Management (12), pp. 367-384.
3. Anand, N., Gardner, H. K., and Morris, T. 2007. "Knowledge-Based Innovation: Emergence and Embedding of New Practice Areas in Management Consulting Firms", Academy of Management Journal (50:2), pp. 406-428.
4. Anderson, P., and Tushman, M. L. 1991. "Managing Through Cycles of Technological Change", Research Technology Management (34:3), pp. 26-31.
5. Aron, R., Dutta, S., Janakiraman, R, and Pathak, P. 2011. "The Impact of Automation of Systems on Medical Errors: Evidence from Field Research", Information Systems Research (22:3), pp. 429-446
6. Arthur, W. B. 2009. The Nature of Technology: What It Is and How It Evolves, New York: Free Press.
7. Ba, S., Stallaert, J., and Zhang, Z. 2010. "Balancing IT with the Human Touch: Optimal Investment in IT-Based Customer Service", Information Systems Research (21:3), pp. 423-442.
8. Barad, K. 2003. "Posthumanist Performativity: Toward an Understanding of How Matter Comes to Matter", Signs (28:3), pp. 801-831.
9. Barnes, B. 2001. "Practice as Collective Action", in The Practice Turn in Contemporary Theory, T. R. Schatzki, K. Knorr-Cetina and E. von Savigny (eds.), London: Routledge, pp. 17-28.
10. Barras, R. 1986. "Towards a Theory of Innovation in Services", Research Policy (15), pp. 161-173.
11. Barras, R. 1990. "Interactive Innovation in Financial and Business Services: The Vanguard of the Service Revolution", Research Policy (19), pp. 215-237.
12. Barrett, M., Cappleman, S., Shoib, G., and Walsham, G. 2004. "Learning in Knowledge Communities: Managing Technology and Context", European Management Journal (22:1), pp. 1-11.
13. stCentury, M. Barrett, E. Davidson, C. Middleton, and J. I. DeGross (eds.), New York: Springer, pp. 1-10.
14. Barrett, M., and Gendron, Y. 2006. "WebTrust and the 'Commercialistic auditor': The Unrealized Vision of Developing Auditor Trustworthiness in Cyberspace", Accounting, Auditing & Accountability Journal (19:5), pp. 631-662.
15. Barrett, M., Oborn E., Orlikowski W., Yates J. 2012. "Reconfiguring Boundary Relations: Robotic Innovations in Pharmacy Work", Organization Science (23:5), pp. 1398-1408.
16. Baskerville, R., and Myers, M. 2009. "Fashion Waves in Information Systems Research and Practice", MIS Quarterly (33:4), pp. 647-662.
17. Bitner, M., Brown, S., and Meuter, M. 2000. "Technology Infusion in Self-Service", Journal of the Academy of Marketing Science (28:1), pp. 138-49.
18. Braa, J., Hanseth, O., Heywood, A., Mohammed, W., and Shaw, V. 2007. "Developing Health Information Systems in Developing Countries: The Flexible Standards Strategy", MIS Quarterly (31:2), pp. 381-402.
19. Brown, T. 2008. "Design Thinking", Harvard Business Review (86:6), p. 84-92, 141.
20. Brown, Y., and Wyatt, J. 2010. "Design Thinking for Social Innovation. " Stanford Social Innovation Review (8:1), pp. 31-35.
21. Bryson, J., Daniels, P., and Warf, B. 2004. Service Worlds: People, Organizations, and Technologies, London: Routledge.
22. Callon, M., and Muniesa, F. 2005. "Peripheral Vision Economic Markets as Calculative Collective Devices", Organization Studies (26:8), pp. 1129-1250.
23. Carlo, L., Lyytinen, K, and Rose, G. 2012. "A Knowledge-Based Model of Radical Innovation in Small Software Firms", MIS Quarterly (36:3), pp. 865-895.
24. Ceccagnoli, M., Forman, C., Huang, P., and Wu, D. J. 2012. "Cocreation of Value in a Platform Ecosystem: The Case of Enterprise Software", MIS Quarterly (36:1), pp. 263-290.
25. Chang, Y. B., and Gurbaxani, V. 2012. "Information Technology Outsourcing, Knowledge Transfer, and Firm Productivity: An Empirical Analysis", MIS Quarterly (36:4), pp. 1043-1053.
26. Chen, Y., Brown, S., Hu, P., King, C., and Chen, H. 2011. "Managing Emerging Infectious Diseases with Information Systems: Reconceptualizing Outbreak Management Through the Lens of Loose Coupling", Information Systems Research (22:3), pp. 447-468.
27. Constantinides, P., Chiasson, M., and Introna, L. 2012. "The Ends of Information Systems Research", MIS Quarterly (35:4), pp. 1-10.
28. Cusumano, M. A. 2012. "Can Services and Platform Thinking Help the U. S. Postal Service?", Communications of the ACM (55:4), pp. 21-23.
29. Damanpour, F., Walker, R. M., and Avellaneda, C. N. 2009. "Combinative Effects of Innovation Types and Organizational Performance: A Longitudinal Study of Service Organizations", Journal of Management Studies (46:4), pp. 650-675.
30. Den Hertog, P. 2000. "Knowledge-Intensive Business Services as Co-Producers of Innovation", International Journal of Innovation Management (4:4), pp. 491-528.
31. Dery, K., Kolb, D., and MacCormick, J. 2014. "Working with Connective Flow: How Smartphone Use Is Evolving in Practice", European Journal of Information Systems (23:5), pp. 558-570.
32. Dong, S., Xu, S. X., and Zhu, K. X. 2009. "Research Note-Information Technology in Supply Chains: The Value of IT-Enabled Resources Under Competition", Information Systems Research (20:1), pp. 18-32.
33. Dougherty, D. 2004. "Organizing Practices in Services: Capturing Practice-Based Knowledge for Innovation", Strategic Organization (2:1), pp. 35-64.
34. Eaton, B., Elaluf-Calderwood, S., Sørensen, C., and Yoo, Y. 2015. "Distributed Tuning of Boundary Resources: The Case of Apple's iOS Service System", MIS Quarterly (39:1), pp. 217-243.
35. Ehn, P. 1988. Work-Oriented Design of Computer Artifacts (Vol. 78), Stockholm: Arbetslivscentrum.
36. Ernst, H., Kahle, H., Dubiel, A., Prabhu, P., and Subramaniam. M. 2015. "The Antecedents and Consequences of Affordable Value Innovations for Emerging Markets", Journal of Product Innovation Management (32:1), pp. 65-79.
37. Faulkner, P., and Runde, J. 2009. "On the Identity of Technological Objects and User Innovations in Function", Academy of Management Review (34:3), pp. 442-462.
38. Fishenden, J., and Thompson, M. 2013. "Digital Government, Open Architecture, and Innovation: Why Public Sector IT Will Never Be the Same Again", Journal of Public Administration Research and Theory (23:4), pp. 977-1004.
39. Fosstenlokken, S. M., Lowendahl, B. R., and Revang, O. 2003. "Knowledge Development Through Client Interaction: A Comparative Study", Organization Studies (24:6), pp. 859-879.
40. Gallouj, F. 2002. Innovation in the Service Economy: The New Wealth of Nations, Northhampton, MA: Edward Elgar Publishing, Inc.
41. Galloway, A. 2006. Gaming: Essays on Algorithmic Culture, Minneapolis, MN: University of Minnesota Press
42. Gann, D., and Salter, A. 2000. "Innovation in Project-Based, Service-Enhanced Firms: The Construction of Complex Products and Systems", Research Policy (29:7), pp. 955-972.
43. Gardner, H., Anand, N., and Morris, T. 2008. "Chartering New Territory: Diversification, Legitimacy and Practice Area Creation in Professional Service Firms", Journal of Organizational Behavior (29:8), pp. 1101-1121.
44. Garud, R., and Giuliani, A. P. 2013. "A Narrative Perspective on Entrepreneurial Opportunities", Academy of Management Review (38:1), pp. 157-160.
45. Garud, R., Jain, S., and Tuertscher, P. 2008. "Incomplete by Design and Designing for Incompleteness", Organization Studies (29:3), ppp. 351-371.
46. Gawer, A. 2009. "Platform Dynamics and Strategies: From Products to Services", in Platforms, Markets and Innovation, A. Gawer (ed.), Cheltenham, UK: Edward Elgar Publishing, Ltd., pp. 45-76.
47. Gawer, A., and Cusumano, M. 2008. "How Companies Become Platform Leaders", MIT Sloan Management Review (49:2), pp. 28-35.
48. Gendron, Y., and Barrett, M. 2004. "Professionalization in Action: Accountants' Attempt at Building a Network of Support for WebTrust Seal of Assurance", Contemporary Accounting Research (21:3), pp. 563-602.
49. George, G., McGahan, A., and Prabhu, J. 2012. "Innovation for Inclusive Growth: Towards a Theoretical Framework and a Research Agenda." Journal of Management Studies (49:4), pp. 661-683.
50. Germonprez, M., Hovorka, D., and Gal, U. 2011. "Secondary Design: A Case of Behavioral Design Science Research", Journal of the Association for Information Systems (12:10), pp. 662-683.
51. Ghazawneh, A., and Henfridsson, O. 2013. "Balancing Platform Control and External Contribution in Third Party Development: The Boundary Resources Model." Information Systems Journal (23:2), pp. 173-192.
52. Gherardi, S. 2012. How to Conduct a Practice-Based Study, Cheltenham, UK: Edward Elgar Publishing, Ltd.
53. Ghose, A., Mukhopadhyay, T., and Rajan, U. 2007. "The Impact of Internet Referral Services on a Supply Chain", Information Systems Research (18:3), pp. 300-319.
54. Goh, J., Gao, G., and Agarwal, R. 2011. "Evolving Work Routines: Adaptive Routinization of Information Technology in Healthcare", Information Systems Research (22:3), pp. 565-585.
55. Gray, P. H., Parise, S., and Iyer, B. 2011. "Innovation Impacts of Using Social Bookmarking Systems", MIS Quarterly (35:3), pp. 629-643.
56. Grisot, M., Hanseth, O., and Thorseng, A. 2014. "Innovation of, in, on Infrastructures: Articulating the Role of Architecture in Information Infrastructure Evolution", Journal of the Association for Information Systems (15:4), pp. 197-219.
57. Grover, V., and Kohli, R. 2012. "Cocreating IT Value: New Capabilities and Metrics for Multifirm Environments", MIS Quarterly (36:1), pp. 225-232.
58. Gu, B., Konana, P., Rajagopalan, B., and Chen, H. M. 2007. "Competition among Virtual Communities and User Valuation: The Case of Investing-Related Communities", Information Systems Research (18:1), pp. 68-85.
59. Gustafsson, A., and Johnson, M. 2003. Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation, San Francisco: Jossey-Bass.
60. Han, K., Oh, W., Im, K. S., Chang, R. M., Oh, H., and Pinsonneault, A. 2012. "Value Cocreation and Wealth Spillover in Open Innovation Alliances", MIS Quarterly (36:1), pp. 291-325.
61. Henfridsson, O., and Bygstad, B. 2013. "The Generative Mechanisms of Digital Infrastructure Evolution", MIS Quarterly (37:3), pp. 907-931.
62. Joshi, K. D., Chi, L., Datta, A., and Han, S. 2010. "Changing the Competitive Landscape: Continuous Innovation Through IT-Enabled Knowledge Capabilities", Information Systems Research (21:3), pp. 472-495.
63. Kahle, H., Dubiel, A., Ernst, H., and Prabhu, J. 2013, "The Democratizing Effects of Frugal Innovation Implications for Inclusive Growth and State-Building", Journal of Indian Business Research (5:4), pp. 220-234.
64. Kallinikos, J., Aaltonen, A., and Marton, A. 2013. "The Ambivalent Ontology of Digital Artifacts", MIS Quarterly (37:2), pp. 357-370.
65. Kettinger, W. J., and Lee, C. C. 2005. "Zones of Tolerance: Alternative Scales for Measuring Information Systems Service Quality", MIS Quarterly (29:4), pp. 607-623.
66. Khanna, T., Palepu, K. G., and Sinha, J. 2005. "Strategies that Fit Emerging Markets", Harvard Business Review (83:6), pp. 4-19
67. Kimbell, L. 2011a. "Designing for Service as One Way of Designing Services", International Journal of Design (5:2), pp. 41-52.
68. Kimbell, L. 2011b. "Rethinking Design Thinking: Part I.", Design and Culture (3:3), pp. 285-306.
69. Kimbell, L. 2012. "Rethinking Design Thinking: Part II.", Design and Culture (4:2), pp. 129-148.
70. Leclercq-Vandelannoitte, A., Isaac, H., and Kalika, M. 2014. "Mobile Information Systems and Organisational Control: Beyond the Panopticon Metaphor", European Journal of Information Systems (23:5), pp. 543-557.
71. Leonardi, P. 2013. "When Does Technology Use Enable Network Change in Organizations? A Comparative Study of Feature Use and Shared Affordances", MIS Quarterly (37:3), pp. 749-775.
72. Liang, T., Lai, H., Ku, Y. 2007. "Personalized Content Recommendation and User Satisfaction: Theoretical Synthesis and Empirical Findings", Journal of MIS (23:3), pp. 45-70.
73. Lusch, R. F., and Nambisan, S. 2015. "Service Innovation; A Service-Dominant Logic Perspective", MIS Quarterly (39:1), pp. 155-175.
74. Lusch, R. F., and Vargo, S. L. 2014. Service-Dominant Logic: Premises, Perspectives, Possibilities, Cambridge, UK: Cambridge University Press.
75. Lyytinen, K., and Rose, G. 2003. "The Disruptive Nature of Information Technology Innovations: The Case of Internet Computing in Systems Development Organizations", MIS Quarterly (27:4), pp. 557-595.
76. Lyytinen, K., and King, J. L. 2006. "Standard Making: A Critical Research Frontier for Information Systems Research", MIS Quarterly (30:5), pp. 405-411.
77. Maldonado, E. 2010. "The Process of Introducing FLOSS in the Public Administration: The Case of Venezuela", Journal of the Association for Information Systems (11:11), pp. 756-783.
78. Malhotra, A., Gosain, S., and El Sawy, O. A. 2007. "Leveraging Standard Electronic Business Interfaces to Enable Adaptive Supply Chain Partnerships", Information Systems Research (18:3), pp. 260-279.
79. Markus, L. M., Steinfield, C., and Wigand, R. 2006. "Industry-Wide Information Systems Standardization as Collective Action: The Case of the U. S. Residential Mortgage Industry", MIS Quarterly (30: Special Issue), pp. 439-465.
80. Mathiassen, L., and Sørensen, C. 2008. "Towards a Theory of Organizational Information Services", Journal of Information Technology (23:4), pp. 313-329.
81. Matthews, J., and Shulman, A. D. 2005. "Competitive Advantage in Public-Sector Organizations: Explaining the Public Good/Sustainable Competitive Advantage Paradox", Journal of Business Research (58:2), pp. 232-240.
82. Miles, I. 2001. "Services Innovation: A Reconfiguration of Innovation Studies", PREST Discussion Paper Series (No. 01-05), University of Manchester.
83. Miles, I. 2008. "Patterns of Innovation in Service Industries", IBM Systems Journal (47:1), pp. 115-128.
84. Miscione, G. 2007. "Telemedicine in the Upper Amazon: Interplay with Local Health Care Practices", MIS Quarterly (31:2), pp. 403-425.
85. Mithas, S., and Whitaker, J. 2007. "Is the World Flat or Spiky? Information Intensity, Skills, and Global Service Disaggregation", Information Systems Research (18:3), pp. 237-259.
86. Meuter, M., Bitner, M., and Ostrom A. 2005. "Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies", Journal of Marketing (69:2), pp. 61-83.
87. Mukhopadhyay, T., Singh, P., and Kim, S. 2011. "Learning Curves of Agents with Diverse Skills in Information Technology-Enabled Physician Referral Systems", Information Systems Research (22:3), pp. 586-605.
88. Neely, A. 2008. "Exploring the Financial Consequences of the Servitization of Manufacturing", Operations Management Research (1:2), pp. 103-118.
89. Nicolini, D. 2011. "Practice as the Site of Knowing: Insights from the Field of Telemedicine", Organization Science (22:3), pp. 602-620.
90. Normann, R. 2001. Reframing Business: When the Map Changes the Landscape, Chichester, UK: Wiley.
91. Oborn, E., Barrett, M., and Davidson, E. 2011. "Unity in Diversity: Electronic Patient Record Use in Multidisciplinary Practice", Information Systems Research (22:3), pp. 547-564.
92. Ordanini, A., and Rubera, N. 2010. "How Does the Application of an IT Service Innovation Affect Firm Performance? A Theoretical Framework and Empirical Analysis on E-Commerce", Information and Management (47:1), pp. 60-67.
93. Orlikowski, W. J. 2000. "Using Technology and Constituting Structures: A Practice Lens for Studying Technology in Organizations", Organization Science (11:4), pp. 404-428.
94. Orlikowski, W. J. 2002. "Knowing in Practice: Enacting a Collective Capability in Distributed Organizing", Organization Science (13:4), pp. 249-273.
95. Orlikowski, W. J. 2007. "Sociomaterial Practices: Exploring Technology at Work", Organization Studies (28:9), pp. 1435-1448.
96. Orlikowski, W. J., and Scott, S. V. 2008. "Sociomateriality: Challenging the Separation of Technology, Work and Organization", Annals of the Academy of Management (2:1), pp. 433-474.
97. Orlikowski, W. J., and Scott S. V. 2015. "The Algorithm and the Crowd: Considering the Materiality of Service Innovation", MIS Quarterly (39:1), pp. 201-216.
98. Østerlund, C., and Carlile, P. 2005. "Relations in Practice: Sorting Through Practice Theories on Knowledge Sharing in Complex Organizations", The Information Society (21), pp. 91-107.
99. Pickering, A. 1995. The Mangle of Practice: Time, Agency, and Science, Chicago: University of Chicago Press.
100. Poston, R., and Speier, C. 2005. "Effective Use of Knowledge Management Systems: A Process Model of Content Ratings and Credibility Indicators", MIS Quarterly (29:2), pp. 221-244.
101. Prahalad C. K. 2012. "Bottom of the Pyramid as a Source of Breakthrough Innovations", Journal of Product Innovation Management (29:1), pp. 6-12.
102. Radjou, N., Prabhu, J., and Ahuja, S. 2012, Jugaad Innovation: Think Frugal, Be Flexible, Generate Breakthrough Growth, San Francisco: Jossey-Bass.
103. Rai, A., Pavlou, P. A., Im, G., and Du, S. 2012. "Interfirm IT Capability Profiles and Communications for Cocreating Relational Value: Evidence from the Logistics Industry", MIS Quarterly (36:1), pp. 233-262.
104. Rai, A., and Sambamurthy, V. 2006. "Editorial Notes-The Growth of Interest in Services Management: Opportunities for Information Systems Scholars", Information Systems Research (17:4), pp. 327-331.
105. Ray, G., Muhanna, W. A., and Barney, J. B. 2005. "Information Technology and the Performance of the Customer Service Process: A Resource-Based Analysis", MIS Quarterly (29:4), pp. 625-652.
106. Reckwitz, A. 2002. "Toward a Theory of Social Practices: A Development in Culturalist Theorizing" European Journal of Social Theory (5:2), pp. 245-265.
107. Rust, R. 2004. "If Everything Is Service, Why Is this Happening Now, and What Difference Does it Make?", Journal of Marketing (68:1), pp. 23-24.
108. Sako, M. 2009. "Globalization of Knowledge-Intensive Professional Services", Communications of the ACM (52:7), pp. 31-33.
109. Sako, M. 2010. "Outsourcing Versus Shared Services", Communications of the ACM (53:7), pp. 27-29.
110. Sarker, S., Sarker, S., Sahaym, A., and Bjørn-Andersen, N. 2012. "Exploring Value Cocreation in Relationships Between an ERP Vendor and its Partners: A Revelatory Case Study", MIS Quarterly (36:1), pp. 317-338.
111. Sawhney, M., Wolcott, R. C., and Arroniz, I. 2006. "The 12 Different Ways for Companies to Innovate", MIT Sloan Management Review (47:3), pp. 75-81
112. Schatzki, T. 2005. "The Site of Organizations", Organization Studies (26:3), pp. 465-484
113. Scherer, A., Wünderlich, N. V., and Von Wangenheim, F. 2015. "The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention", MIS Quarterly (39:1), pp. 177-200.
114. Schultze, U., and Orlikowski, W. 2004. "A Practice Perspective on Technology-Mediated Network Relations: The Use of Internet-Based Self-Serve Technologies", Information Systems Research (15:1), pp. 87-106.
115. Scott, S. V., and Orlikowski, W. J. 2012. "Reconfiguring Relations of Accountability: Materialization of Social Media in the Travel Sector", Accounting, Organizations, and Society (37:1), pp. 26-40.
116. Setia, P., Setia, M., Krishnan, R., and Sambamurthy, V. 2011. "The Effects of the Assimilation and Use of IT Applications on Financial Performance in Healthcare Organizations", Journal of the Association for Information Systems (12:3), pp. 274-298.
117. Sirilli, G., and Evangelista, R. 1998. "Technological Innovation in Services and Manufacturing: Results from an Italian Study", Research Policy (27:9), pp. 881-899.
118. Sherif, K., and Menon, N. M. 2004. "Managing Technology and Administration Innovations: Four Case Studies on Software Reuse", Journal of the Association for Information Systems (5:7), pp. 247-281.
119. Slaughter, S. A., and Kirsch, L. J. 2006. "The Effectiveness of Knowledge Transfer Portfolios in Software Process Improvement: A Field Study", Information Systems Research (17:3), pp. 301-320.
120. Soh, C., Markus, M. L., and Goh, K. 2006. "Electronic Marketplaces and Price Transparency: Strategy, Information Technology, and Success", MIS Quarterly (30:3), pp. 705-723.
121. Spohrer J., and Maglio, P. P. 2010. " Toward a Science of Service Systems: Value and Symbols", in Handbook of Service Science, P. P. Maglio, J. A. Kieliszewski, and J. C. Spohrer (eds.), New York: Springer, pp. 157-194.
122. Sriviastava, S. C., and Shainesh, G. 2015. "Bridging the Service Divide Through Digitally Enabled Service Innovations: Evidence from Indian Healthcare Service Providers", MIS Quarterly (39:1), pp. 245-267.
123. Steinfield, C. W., Markus, M. L., and Wigand, R. T. 2005. "Exploring Interorganizational Systems at the Industry Level of Analysis: Evidence from the U. S. Home Mortgage Industry", Journal of Information Technology (20:4), pp. 224-233.
124. nded.), R. Kling (ed.), New York: Academic Press, pp. 407-423.
125. Suchman, L. 2007. Human-Machine Reconfigurations: Plans and Situated Actions, New York: Cambridge University Press.
126. Sun, Y., Fang, Y., Lim, K. H., and Straub, D. 2012. "User Satisfaction with Information Technology Service Delivery: A Social Capital Perspective", Information Systems Research (23:4), pp. 1195-1211.
127. Susaria, A., Barua, A., and Whinston, A. 2003. "Understanding the Service Component of Application Service Provision: Empirical Analysis of Satisfaction with ASP Services", MIS Quarterly (27:1), pp. 91-123.
128. Tan, C.-W., Benbasat, I., and Cenfetelli, R. T. 2013. "IT-Mediated Customer Service Content and Delivery in Electronic Governments: An Empirical Investigation of the Antecedents of Service Quality", MIS Quarterly (37:1), pp. 77-109.
129. Tanriverdi, H., Konana, P., and Ge, L. 2007. "The Choice of Sourcing Mechanisms for Business Processes", Information Systems Research (18:3), pp. 280-299.
130. Tilson, D., Lyytinen, K., and Sørensen, C. 2010. "Research Commentary-Digital Infrastructures: The Missing IS Research Agenda", Information Systems Research (21:4), pp. 748-759.
131. thHawaii International Conference on System Sciences, Los Alamitos, CA: IEEE Computer Society Press, pp. 1324-1333.
132. Vandermerwe, S., and Rada, J. 1989. "Servitization of Business: Adding Value by Adding Services", European Management Journal (6:4), pp. 314-324.
133. Vargo, S. L., and Lusch, R. F. 2004. "Evolving to a New Dominant Logic for Marketing", Journal of Marketing (68:1), pp. 1-17.
134. Vargo, S. L., and Lusch, R. F. 2008a. "Service-Dominant Logic: Continuing the Evolution", Journal of the Academy of Marketing Science (36:1), pp. 1-10
135. stCentury, B. Hefley and W. Murphy (eds.), Berlin: Springer, pp. 83-88.
136. Vargo, S. L., and Lusch, R. F. 2011a. "It's All B2B and Beyond⋯: Toward a Systems Perspective of the Market", Industrial Marketing Management (40:2), pp. 181-187
137. Vargo, S. L., and Lusch, R. F. 2011b. "Service-Dominant Logic Foundations of E-Novation", Chapter 1 in E-Novation for Competitive Advantage in Collaborative Globalization: Technologies for Emerging E-Business Strategies, H. M. Pattinson and D. R. Low (eds.), Hershey, PA: IGI Global, pp. 1-15.
138. Vargo, S. L., Wieland, H., and Akaka, M. A. 2013. "Innovation Through Institutionalization: A Service Ecosystems Perspective", Industrial Marketing Management (in press).
139. Venters, W., and Whitley, E. A. 2012. "A Critical Review of Cloud Computing: Researching Desires and Realities", Journal of Information Technology (27:3), pp. 179-197.
140. Von Nordenflycht, A. 2010. "What Is a Professional Service Firm? Towards a Theory and Taxonomy of Knowledge-Intensive Firms", Academy of management Review (35:1), pp. 155-174.
141. Walsham, G. 2002. "Cross-Cultural Software Production and Use: A Structural Analysis", MIS Quarterly (26:4), pp. 359-380.
142. Xiao, B., and Benbasat, I. 2007. "E-Commerce Product Recommendation Agents: Use, Characteristics, and Impact", MIS Quarterly (31:1), pp. 137-209.
143. Xu, J. D., Benbasat, I., and Cenfetelli, R. T. 2013. "Integrating Service Quality with System and Information Quality: An Empirical Test in the e-Service Context", MIS Quarterly (37:3), pp. 777-794.
144. Yoo, Y., Boland Jr., R. J., Lyytinen, K., and Majchrzak, A. 2012. "Organizing for Innovation in the Digitized World", Organization Science (23:5), pp. 1398-1408.
145. Yoo, Y., Henfridsson, O., and Lyytinen, K. 2010. "Research Commentary-The New Organizing Logic of Digital Innovation: An Agenda for Information Systems Research", Information Systems Research (21:4), pp. 724-735.
146. Zittrain, J. 2006. "The Generative Internet", Harvard Law Review (119), pp. 1974-2040.
147. Zittrain, J. 2008. The Future of the Internet- And How to Stop It, New Haven, CT: Yale University Press.
148. th Service Transformation: The Algorithmic Revolution", Working Paper 171, Berkeley Roundtable on the International Economy (BRIE), University of California, Berkeley.